The Level 2 Support Engineer for Web Applications is responsible for troubleshooting, diagnosing, and resolving issues related to web-based software platforms. This role serves as the escalation point for Level 1 support and involves close collaboration with development, QA, and infrastructure teams to ensure system stability and customer satisfaction.
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Key Responsibilities:
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Issue Investigation & Resolution:
- Handle escalated tickets from Level 1 support (L1) involving functional or technical issues in web applications.
- Reproduce issues in test/staging environments to identify bugs or misconfigurations.
- Conduct detailed log analysis, SQL/database checks, and API validation.
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Incident Management:
- Classify and prioritize incidents based on severity and business impact.
- Escalate unresolved issues to Level 3 (development team) with proper documentation and root cause findings.
- Collaborate with L1 and L3 teams during major incidents and post-incident reviews.
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User Support & Communication:
- Communicate with business users or clients to gather additional information when needed.
- Provide workarounds or solutions while permanent fixes are being developed.
- Maintain knowledge base and support documentation.
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Technical Tasks:
- Prepare scripts or SQL queries to validate data or resolve issues.
- Perform basic configuration changes or updates in non-production environments.
- Conduct release verification and smoke testing after deployments.
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Continuous Improvement:
- Analyze recurring issues to suggest long-term fixes or enhancements.
- Provide feedback to development/QA teams to improve application stability and usability.
Skills & Qualifications:
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Technical Skills:
- Strong understanding of various technologies (Java, .NET, Visual Basic).
- Experience with web application architectures (e.g., client/server, REST APIs).
- Familiarity with databases (MySQL, SQL Server, PostgreSQL, Oracle) and ability to write basic queries.
- Exposure to version control (Git), CI/CD tools, and cloud platforms (AWS, Azure, GCP) is a plus.
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Soft Skills:
- Strong analytical and problem-solving skills.
- Excellent communication and documentation abilities.
- Ability to work independently and under pressure.
Communication Tools: Slack, Microsoft Teams, Email
Code/CI Tools: Git, Jenkins, GitHub Actions
